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Towards an Effective Implementation & Improvement of a Consistent Omni-Channel Customer Experience in the Digital Age
| المصدر: | مجلة الدراسات الاقتصادية والمالية |
|---|---|
| الناشر: | جامعة الشهيد حمه لخضر الوادي - كلية العلوم الاقتصادية والتجارية وعلوم التسيير |
| المؤلف الرئيسي: | Fradi, Asma (Author) |
| المجلد/العدد: | مج14, ع1 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2021
|
| الصفحات: | 457 - 474 |
| DOI: |
10.37488/2057-014-001-029 |
| ISSN: |
1112-7961 |
| رقم MD: | 1232146 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Customer Experience "CX" | Omni Channel Marketing | Purchase Journey | Touch Points | Digitalization
|
| رابط المحتوى: |
عدد مرات التحميل
2
| المستخلص: |
This research paper aims at identifying the significance of delivering an Omni-channel customer experience, the conditions, as well as the procedures to follow in order to implement it correctly and effectively. Moreover, the paper is concerned with key factors to consider when developing this strategy, and how it can be improved. To this end, we devoted a descriptive and analytical approach that contributes to forming a scientific background, which can be useful to enrich the various aspects related to the customer experience in general, and to the Omni-channel customer experience more specifically. The research concluded that to implement an excellent Omni-channel customer experience, firms and brands must follow and consider several steps and dimensions that have a direct link with customers, information, and technology. Furthermore, improving this experience is tied to a variety of practices that may differ from business to another; however, successful models often offer valuable ready-to-use ideas. |
|---|---|
| ISSN: |
1112-7961 |
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